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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q40-Q45):

NEW QUESTION # 40
What are the types of units used to measure entitlements? (Choose two.)

A. Case
B. Contract
C. Cost
D. Hours

Answer: A,D

NEW QUESTION # 41
Which of the following roles cannot update a consumer's record?

A. sn_customerservice.consumer_agent
B. sn_customerservice_agent
C. admin
D. sn_customerservice_manager

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html

NEW QUESTION # 42
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

A. Email
B. Social
C. Web
D. Chat

Answer: A,C

Explanation:
Explanation

NEW QUESTION # 43
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

A. After 1 day
B. After 3 days
C. After 7 days
D. After 5 days

Answer: D

NEW QUESTION # 44
What are the conditions that matching rules are based on? (Choose two.)

A. Filters set up in advanced work assignment
B. Specific case attributes
C. Agent resources best suited to work on a case
D. Specific routing rules

Answer: B,C

Explanation:
Reference:
customer-service-management/concept/c_CaseRouting.html

NEW QUESTION # 45
......

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